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NPS Score | Client Satisfaction

Our 2023 Client Net Promoter Score of 82 is considered a "World Class" rating.

CGO 2023 NPS

We take customer service seriously, so we conduct a client satisfaction survey annually to see how we can improve and get feedback on what we're doing well and what we need to do better. Our most recent survey took place in May of 2023. We had 175 clients complete the survey and our average score was 9.4 out of 10 (scale with 10 being the best possible score).

What is NPS?

Net Promoter Score (NPS) is said by some to be the ‘holy grail’ for understanding customer satisfaction, and in turn, customer loyalty. It is a simple score between -100 to 100 that helps organizations rank themselves within their industry and independently.

What is a 'good' score?

Creators of NPS, Bain & Company, suggest a score:

  • Above 0 is good,
  • Above 20 is favorable,
  • Above 50 is excellent, and
  • Above 80 is world class.

Real Client Comments from Our Most Recent NPS Survey (2023):

"Best brokers I have ever worked with."

"Always responsive to our questions in a timely manner. Very informative. For the first time in 25 years in business we have found a broker who is in our corner."

"I can't find a bad thing to say about CGO. Every question, issue, comment, or problem is always handled quickly and professionally. CGO has allowed us to focus on our business and not waste time with the aspects we don't know."

"We can't say enough good things about CGO. They are extremely receptive to our needs and very responsive when we have questions."

"Everyone I have worked with at CGO is very helpful and easy to work with, and go the extra mile to help us."

"CGO has been a great partner. They offer solid recommendations for renewal options, are willing to discuss options for changes to coverage, and the team is always willing to jump in with assistance on claims, etc."

"The team that I work with has always been very responsive. They make us feel like we are the only client and every question or problem is important."

"CGO is responsive to our insurance questions, provides good counsel on products that serve us well, and brings us professionalism and good experience as our broker."

"CGO has so many helpful resources ranging from benefits to wellness. Everyone at CGO is very knowledgable and a pleasure to work with."

"The benefits team is truly engaged with their clients. Willing to go the extra mile. Always supportive." 

"CGO provides the best customer service!"

"Excellent Client Service, can always pick up the phone and talk to someone and get things resolved quickly."


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